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An Invalid Contact Is Being Related To An SR From The Chat (Doc ID 2814622.1)

Last updated on MAY 25, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.21.07.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.21.07.0 version, Chat

An invalid contact is being related to an SR from the chat

When the client want to start a chat, the system only looks for the contact by name and relates it to the chat. For this reason, if there is a contact with the same name, it may be assigned to the wrong contact. We need that the search for the contact to relate to the chat also includes the email. To avoid relationships to incorrect contacts
 

Solution

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In this Document
Goal
Solution


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